Digital Experiences Using a Conversational Interface

Chatbots are becoming crucial for customer service -- but how they interact with customers matters, and AI is one key point to creating "natural" interactions. How do you interact with your customers? Given the predominance of mobile devices and messaging apps, many experts believe the next era of customer interaction will belong to "the conversational layer" -- both text- and voice-driven -- that will use chat, messaging, or natural language interfaces to interact with people, brands, services, and bots. Join Babson College's Bala Iyer, author of the MIT SMR article "Do You Have a Conversational Interface?," as he discusses his work around customer data and user experience. Using industry examples and findings from his research, he'll offer strategies for capitalizing on conversational interfaces to capture customer loyalty.